Position Summary
The Care Coordinator serves as a vital link between clients, clinical staff, medical providers, and administrative operations. This hybrid role combines front desk responsibilities with case management support to ensure clients receive a welcoming, organized, and seamless treatment experience. The Care Coordinator is responsible for client navigation, appointment coordination, communication of client needs, attendance tracking, medication coordination, telehealth support, and administrative functions that contribute to quality patient care and operational efficiency. This position works closely with the clinical, medical, and administrative teams to support client engagement, retention, and successful treatment outcomes.
Key Responsibilities
Front Desk & Administrative Support
- Greet clients, visitors, and vendors in a professional and welcoming manner.
- Answer and direct incoming phone calls, take messages, and respond to general inquiries.
- Assist with client check-in, check-out, and overall navigation of services.
- Monitor and track client attendance, documenting absences and communicating concerns to the clinical team.
- Maintain office supplies, treatment materials, and inventory levels.
- Assist with general administrative duties including filing, scanning, data entry, and document management.
- Support daily office operations and maintain an organized reception area.
Care Coordination & Case Management Support
- Complete initial case management screenings and assessments as assigned.
- Identify client needs and communicate findings to the appropriate clinical team members.
- Assist clients with treatment-related needs, resources, referrals, and service coordination.
- Support case managers and therapists with follow-up tasks and client engagement efforts.
- Facilitate communication between clients, providers, family members (when authorized), and community resources.
- Assist with discharge planning and aftercare coordination as directed by the clinical team.
Medical & Psychiatric Coordination
- Schedule psychiatric, medical, and ancillary appointments for clients.
- Coordinate communication between clients and psychiatric/medical providers.
- Communicate medication changes, refill requests, and medication-related concerns to appropriate providers and nursing staff.
- Track medication-related issues and follow through to resolution.
- Assist with monitoring appointment attendance and follow-up needs.
Clinical Operations Support
- Collaborate closely with therapists, case managers, medical providers, nursing staff, and leadership to ensure continuity of care.
- Communicate client concerns, barriers to treatment, and service needs to the treatment team.
- Assist with treatment engagement efforts to improve attendance and retention.
- Support documentation and tracking requirements related to client services.
Telehealth & Technology Support
- Assist clients in accessing and utilizing telehealth services.
- Prepare telehealth sessions for daytime and evening programming.
- Troubleshoot basic technology issues and coordinate support when needed.
- Ensure telehealth attendance is accurately tracked and documented.
- Support virtual group and individual service operations as assigned.
Qualifications
- High school diploma required; Associate’s or Bachelor’s degree preferred.
- Experience in healthcare, behavioral health, substance use treatment, social services, or medical administration preferred.
- Strong organizational, communication, and customer service skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with electronic health records (EHR), Google Workspace, Microsoft Office, and telehealth platforms.
- Ability to maintain confidentiality and comply with HIPAA regulations.
- Experience working with individuals receiving behavioral health or substance use treatment services is preferred.
Core Competencies
- Client-centered approach
- Professional communication
- Organization and attention to detail
- Team collaboration
- Problem-solving and critical thinking
- Time management
- Adaptability and flexibility
- Commitment to confidentiality and ethical standards
